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Rabo Mobiel & NMB Mobile: Mobile Banking & Payments Development


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A brief presentation to be given on Wednesady (10 December 2009) at the "Mobile Payment, Remittance & M-Commerce Africa 2009" conference in Accra, Ghana (

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Rabo Mobiel & NMB Mobile: Mobile Banking & Payments Development

  1. 1. Rabo Mobiel (Holland) & NMB Mobile (Tanzania)Mobile Banking & Payments Development<br />
  2. 2. About Rabobank / Rabo Mobiel<br />Rabobank<br />NL: 3,7 mln internet banking customers, 7 mln customers overall <br />180 local banks and 1400 locations<br />NL population: 16,5 mln<br />Strong loyalty, broad national customer coverage, key segments: consumers and small business<br />Tradition of innovation<br />Rabo Mobiel<br />Started in mid-2005, market launch in Nov 2006<br />Postpaid/prepaid, ZZP, all customer segments, regions.<br />2 Roles: MVNO and Mobile Financial Services Incubator<br />
  3. 3. Rabobank International & Rabobank Development<br />
  4. 4. Rabobank and the NL Banking Landscape<br />Marktpositie als huisbankier 2008<br />Mortgages (1) 27%<br />Savings Accounts (1) 41%<br />Loans (1) 22%<br />Insurance (1) 13%<br />Payments (2) 30%<br />Investment (2) 16% <br /><ul><li>Rabobank has the highest trust rating of all NL banks with 42%; #2 is 17%
  5. 5. AAA rating (Moody's, Standard & Poor's), top-15 world financial institution
  6. 6. Year-on-year, Rabobank ranks with the best bank website, customer service centre, CRM implementation, marketing and sponsorship programmes</li></ul>With such strong performance, was starting Rabo Mobiel a risky proposition?<br />
  7. 7. NL Mobile Marketplace (2009) – MNOs<br />
  8. 8. NL Mobile Marketplace (2009) – MNO Brands<br />
  9. 9. NL Mobile Marketplace (2009) – many choices<br />Telecombination<br />
  10. 10. Breakdown of Different Types of NL Mobile Players<br />Mobile Operators & Branded Offers<br />Full Consumer-Facing MVNOs<br />acquired in 2008<br />Service Providers/ Resellers<br />B2B MNVEs<br />ESPs(via MVNEs)<br />Telecombination<br />ESPs (independent)<br />
  11. 11. A Few MVNO Models<br />Telephony<br />Cheap (SIM only, large bundles, no-frills, VoIP)<br />Target segments (youth, minorities, cheap international destinations)<br />Cheap roaming (multi-IMSI, international players)<br />Leverage point-of-sales locations or distribution<br />Existing telecommunications retailers<br />Strong retailers in other branches<br />Alternate distribution channels<br />Leverage powerful brand<br />Reinforce core business in other areas<br />M2M/network utilisation<br />
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  13. 13. Rabo Mobiel in the Marketplace<br />
  14. 14. Rabo Mobiel in the Marketplace<br />
  15. 15. Rabo Mobiel and Local Rabobank Partners<br />
  16. 16. Rabobank GSM MVNO<br />Telecommunications Services<br />Mobile Internet Access<br />Mobile Content, Information & Media<br />Portals and Self-Care<br />Value-Added Bank Product<br />Banking “On the Go”<br />Premium Product / Combination<br />Communications Channel for Local Banks, Members and Customers<br />Mobile Incubator<br />Product/Business Development for Mobile Financial Services and Products<br />Launch of Remote and Contactless Payments and Partnerships<br />Mobile Knowledge Centre<br />NFC, Consumer Behaviour & UsabilityEncryption, Mobile Business Rules<br />Mobile Low-Value Payments<br />Standards, Retail/Consumer Acceptance, Security, Sustainability<br />
  17. 17. Rabobank GSM MVNO & Value-Added Bank Product<br />Great, Core Mobile Telecommunications Product<br />Rabobank Values – trust, security, quality, easy-to-use services, cooperative value<br />Online Self-Care Environment<br />Secure Mobile Banking<br />Commitment to Applications Innovation (Mobile Financial Services)<br />
  18. 18. Rabo Mobiel High-Level ESP Architecture<br />Core ESP business maintained in-house, e.g. billing, customer management and support, sales and marketing.<br />Telco with MNO, which provides telco services, switching, core, transmission and radio network, some VAS.<br />Close Rabobank partnership and cooperation with local banks, but Rabo Mobiel is an independent company - for speed, innovation, customer experience trials<br />CUSTOMER SERVICE<br />BACK-OFFICE<br />IN-BOUND HELPDESK<br />LOGISTICS<br />DELIVERY<br />RETURNED GOODS<br />REPAIRS<br />INFRASTRUCTUREOTA, WAP, VAS PARTNERS<br />SYSTEMS SUPPORTIT SUPPORT<br />NUMBER PORTABILITYLAWFUL INTERCEPTION<br />CONTENT PARTNERS<br />MNO<br />
  19. 19. Rabo Mobiel Milestones<br />
  20. 20. Rabobank Banking & Payment Innovation<br />2006 – Open Mobile Internet (OMI) programme launched<br />2006 – Rabo Mobile launched (world’s first bank MVNO)<br />2007 – Rabo Schoolbank NFC Cashless Schools<br />1981 – First ATM in NL<br />2007 – Rabobank / Rabo Mobiel NFC Trials Kick-Off<br />1994 – 1st web portal<br />2008 – Mobielbankieren up to €50k (RR)<br />1986 – Pin Retail PoS<br />1996 – Internetbankieren launched<br />2009 – NFC Payments Roll-Out<br />1989 – Telebanking<br />1980<br />1990<br />2000<br />2010<br />2008 – SMS Betalen Launched<br />1995 – “Rabofoon” IVR Banking<br />2007 – MiniTix SMS<br />1999 – 1st bank WAP site launched (<br />2005 – Rabo tv<br />2003 – Mobielbankieren on i-Mode<br />2004 – Mobielbankieren launched on Vodafone Live!, Orangeworld, T-zones<br />2004 – MiniTix Online Launched<br />Rabo Mobiel B.V.<br />2006<br />2007<br />2008<br />Postpaid Launch<br />Prepaid Launch<br />30 Banks Online<br />Orange -&gt; KPN<br />120 Banks Online<br />MIB 6.0 (OMI)<br />MIB 4.1 (RR)<br />SMS Betalen Launch<br />Launch of Segment Packages<br />C1000 NFC Trial<br />Diergarde Blijdorp NFC Ticketing<br />MyOrder Terrace Betalen<br />MKB/ZZP<br />Youth<br />Postpaid Retail Launch<br />NFC Trials: Coca-Cola, FEBO<br />180k + customers<br />Senioren<br />Retail Launch<br />100k + customers<br />AH To-Go Trial<br />
  21. 21. A few trials and products 2007-2009 <br />4<br />1<br />2<br />3<br />5<br />8<br />6<br />7<br />11<br />12<br />10<br />9<br />13<br />
  22. 22. MiniTix Online (2004-06), MiniTix SMS (2007), SMS Betalen(2008), MiniTix NFC (2008-09)<br />SMS Betalen: Launch of P2P payments directly to/from MSISDNs, Java midlets, iPhone application, online website, MiniTix Merchants (2008)<br />Mobile Applications Projects<br />Customer bank account<br />
  23. 23. NFC Mobile Ticketing: DiergaardeBlijdoorp (2008-09)NFC Fietsenstalling: Eindhoven, Tilburg (2008-09)<br />Mobile Applications Projects<br />NFC Cashless Schools: kassa’s and vending, ASH, HHS/Redbird (2007-09)NFC Cantina Trials & Roll-Out: Carian/MiniTix (2008-09)<br />RabobankRotterdam<br />NFC Vending Trials: Coca-Cola, FEBO (2007-08)<br />NFC Mobile Domestic Debit Card and Shopping Tool: C1000 (2007-08)<br />
  24. 24. Mobile Terrace Payments: MyOrder at various locations (2008-09)<br />Mobile Health: StichtingDiabeter, Health Agency, Achmea (2008-09)<br />Mobile Applications Projects<br />Albert Heijn To-Go NFC Shopping: Amsterdam Amstel (2008-09)<br />MiniTix Mobile Merchants: SMS Betalen Java Midlet (2008-09)<br />Mobile Parking: Park-Line (2007)Rekeningrijden: with Rabobank (2008-09)<br />
  25. 25. Rabobank Mobile Banking<br /> Mobielbankieren enables transfers to known parties and payments up to €50.000 with Random Reader<br /> Saldo Direkt provides 1-click account balances on all your accounts<br /> Rabofoon telephone banking (IVR)<br /> SMS Alerts for banking, transfers, payments, telco spending alerts <br /> Mijn Mobiel telecommunications spending alerts, history and invoices <br /> Rabo Financial Services Portal with financial services info., current stocks and financial news<br />WAP<br />WAP<br />IVR<br />SMS<br />SMS<br />WAP<br />WAP<br />WEB<br />
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  27. 27. Case Study: NMB mobile<br />NMB: National Microfinance Bank Ltd. (Tanzania)<br />1,3 mln customers<br />Consumer and small-business focused<br />Dedicated to providing sustainable, viable access and direct financial services.<br />Proud of our history of support for Tanzanians of all income levels, government and businesses.<br />Close By<br />Extensive network with 130+ branch locations and 200+ ATMs nation-wide.<br />Branch network designed to cover minimally 80% of Tanzanian districts.<br />Empowering Entrepreneurs<br />Paying special attention to micro, small/medium-sized and rural business.<br />Tanzanian agriculture is close to our heart (KILIMO KWANZA). We play a roll in all parts of the supply chain.<br />
  28. 28. NMB Innovation and Milestones<br />We continue to launch new services that respond to our customers’ needs for modern banking tools.<br />ATM Money Transfer<br />NMB Personal Account: ATM Roll-Out Begins<br />Internet Bankingfor Corporates<br />100 ATMs within 1 Year<br />NMB SMS Salary Alerts<br />TanescoLuku Payment via ATMs<br />Vodacom Airtime via ATMs<br />2006<br />2007<br />2008<br />2009<br />NMB Business Account<br />NMB TPDF Account<br />85.000 SMS Salary Alerts Users<br />NMB Bonus Account<br />IPO: NMB Welcomes 27.000 new Shareholders!<br />200 ATMs within 2 Years<br />NMB Wisdom Account (pensioners)<br />
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  33. 33. NMB Mobile Goals<br />Virtualisation / new product and channel for the NMB portfolio and its customers<br />Commitment to convenience and lifestyle choices of customers <br />Customer requirement-driven, not technology-pushed<br />Queue length reduction (branch, ATM)<br />Innovation and strengthening the NMB brand <br />Profitability<br />
  34. 34. NMB mobile<br />Easy-to-use NMB mobile banking and payments for all NMB customers (USSD)<br />Features the most desired consumer applications:<br />Balance Inquiry<br />Mini-Statement<br />Money transfers to any NMB account<br />Tanesco Luku Prepaid Electricity Purchase<br />Vodacom and ZAIN Prepaid Airtime Top-Up<br />NMB Services like ATM card block, settings<br />Works with NMB Personal Account, TPDF Account, Student Account, Wisdom Account<br />Simply dial *155*66# to access<br />No need to fill-in forms or visit an NMB branch to sign-up, simply dial *155*66*123#<br />NMB mobile<br />1. Balance Enquiry <br />2. Mini-Statement<br />3. Money Transfer<br />4. Prepaid Services<br />5. Other Services<br />6. Help <br />
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  37. 37. Thank You<br />Dan Armstrong<br />Takashi Mobile<br /><br />+31 652 085 071<br />